| Address: Juhu Tara Road, Juhu., Mumbai City, Maharashtra, 400102 |
My name is Khushnaz Katrak and I bought myself an Apple Watch series 4 cellular yesterday, on the 5.05.19 from Aptronix store at Juhu Tara Road, in Mumbai.
Our salesman, Ketan Jain however, was an incompetent salesman for when we were enquiring for various features, he wasn't really committed to serving us and was really confused himself. None the less, in our last bit of our final purchase decision, we did approach him to let us know the model we'd like.
On making our purchase, I was immediately introduced to Vishal, the set up helper. Within the first 3 to 5 mins (and I say this on the higher end) Vishal realised that there was an issue and went to Ketan instantly. They had a secretive conversation wherein Ketan instructed vishal to "Finish it off and then they will manage" It was then that I asked if something was wrong and that's when I was told that my brand new Apple Watch, that I hadn't even touched, wasn't compatible with my carrier since my carrier is of Vodafone India and not Jio or Airtel, thus making the watch and my phone incompatible. Naturally, I was taken aback and was extremely furious as I am aware of a salespersons duty towards me and I know my rights too. Moreover, I even ended up spending the extra money on apple care, as suggested by Ketan.
Ketan immediately ran in the store room and once he came back...it all got extremely nasty.
He neither cared to hear us out nor was he courteous enough to own up to his mistakes. He began back answering and making it sound as though it was my fault that I didn't ask whether my carrier was the compatible one.
We then started shooting videos of all that he was saying to us.
I even asked for their code of conduct as there were definitely violations from the sellers end. And not to my surprise, I wasn't provided with the code as they were definitely in the wrong.
There was violation of Disclosure of information, No accountability as thereafter Ketan hid into the storeroom until we left the store, which was 5 hours after it all started, there was no Management commitment too.
We were promised a refund but denied one in the end along with alot more.
The manager, Swapnil (the man in the green and white checked shirt) was yelling at my mother and me, he snatched my friends phone and nearly got physical out of anger, abused in vain and walked out of the store.
There is also no standardised service base. A young lady visted the store within the next one hour and to her luck, she was asked what carrier her phone is using.
Mansoor offered to make the payment out of his pocket provided we leave the watch at his store for a night, which I clearly refused to do because neither was there a written guarantee, nor is it ethical.
Vishal was the one communicating with us all throughout. I was even told that last Friday, 3.05.19 the very same issue came up, however, the customer was lucky to be informed before the purchase of the watch.
I was even put over call with Mr. Sohan (The Mumbai city manager)...I would write the surname too but the employees refused to disclose that too to be on the safer side. Mr. Sohan told me I clearly had two options:
1. To shift my carrier
2. To use it as a GPS till Vodafone India is compatible with Apple Watch
However, I strongly believe that there's a third and the correct option, to have my money back as the product is not synced and hadn't left the store too.
In addition, I was even informed that Mr.Sohan told the store manager to leave the store and this says alot about the professionalism at the Apple reseller stores in Mumbai.
My mother and I, along with a few of my friends who joined in later as the salesman and the manager in specific weren't being very kind to us and we found it safer to call for some help have spent a total of 5 hours at the store yesterday where we were promised a refund but eventually sent back home with the watch as they didn't want to help.
It has been a terrible experience for me and in my opinion, . there is a thin line between morals and ethics and the employees at Aptrinox have crossed all the above boundaries.
Lastly, it is very ironic for them to assume that all their customers are Jio or Airtel users while all the 4 employees working at the store were Vodafone users themselves. Instead of convincing me to change everything else around for a product sold through false representation, improper communication and mistake on the part of the seller, a transaction reverse ie a refund is the only solution I believe does justice to what has happened.
Rs. 55, 000 isn't a small amount for me to let go off or be unable to make use off to the fullest.
Please look into the matter and help provide relief to me and save the future customers from going through the same.
( In addition, I have many more videos to support my stand but they aren't able to upload)
Thank You.
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